Operations Manager

As an Operations Manager at a leading BPO in Kolkata, you will be responsible for various essential functions and core responsibilities to ensure the efficient operations of the business. With over 8 years of experience in the BPO industry, including a minimum of 1 year as an Operations Manager, you will play a key role in maximizing revenue generation, maintaining client service level agreements, and managing a team of team leaders, Assistant Managers, and Deputy Managers. Your primary responsibilities will include analyzing and maintaining all client service level agreements, implementing improvement plans as necessary, and maximizing revenue generation through effective data collection and forecasting. You will be involved in selecting, training, and managing the performance of direct reports and their associates, as well as managing and reviewing operational reports such as attendance adherence, client scorecards, and metrics management reports. Furthermore, you will be expected to create and maximize relationships with client partners, provide leadership and guidance to your team to ensure consistent administration of company policies, and conduct regular one-on-one meetings to review individual and team performance. Additionally, you will be required to create a positive work environment through employee engagement, resolve employee relation issues, and participate in cross-functional meetings to drive continuous improvement. To excel in this role, you should possess an associate degree in a related field with more than eight years of experience, including at least two years of progressive management experience. Experience in the international voice process is essential, along with demonstrated abilities in coaching, analyzing and improving work processes, and organizing and prioritizing projects in a fast-paced environment. Excellent communication skills, the ability to work well under pressure, and a willingness to work a flexible schedule are also crucial for success in this position. If you meet the qualifications and are interested in this opportunity, please send your CV to simmi@hiresquad.in to be considered for the role.,